Track &

Manage

Customer Order Handling

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 Understanding Order to Activate:

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 Understanding

Brief Description

Ensure customer provisioning activities are assigned, managed and tracked efficiently to meet the agreed committed availability date

Covered within the body of the Extended Description.

Extended Description

The objective of the Track & Manage Customer Order Handling processes is to ensure customer provisioning activities are assigned, managed and tracked efficiently to meet the agreed committed availability date.

Responsibilities of these processes include, but are not limited to:

The Order to Activate business process is at the core of business and operational support systems for any Communications Service Provider (CSP). The process extends from the time a quote or order is created, to the time when the goods and services are delivered and properly billed.

The AIA based Order to Activate Process Integration Pack (PIP) works with the Order to Bill PIP and participating applications to enable the

orchestration, tracking and handling of the customer order, including support for these business processes:

 Scheduling, assigning and coordinating customer provisioning related activities;

 Generating the respective service order creation request(s) to Issue Service Orders based on specific customer orders;

A customer order is captured in CRM. Once an order is complete and validated in CRM, it is submitted to

Order to Activate:

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 Deliver Customer Order Flow: Page 17

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 About the Task Web Client: 1-1 to 1-4

OSM (Central Order Management) for delivery.

Customer orders (both Qualify and Deliver request types) received in OSM are first recognized (as AIA Customer Orders), mapped to fulfillment patterns, and enriched with fulfillment metadata. OSM decomposes and orchestrates the customer order.

OSM divides the order into sub-orders, called order components, which have cross-order components, cross-order lines, and cross-order dependencies, to reflect the specific demands of the CSP. The outcome is an order orchestration plan. The fulfillment flow that is produced orchestrates fulfillment requests to different fulfillment providers using preconfigured fulfillment functions, such as sync customer into billing, initiate and fulfill billing, provision order, ship order, and install order.

The swimlane diagram on page 17 of the referenced documentation illustrates this process flow. In the

‘Order Lifecycle Management’ swimlane there is a representative example of a dynamically generated orchestration plan that is created by Central Order Management (COM) from the customer order as described in the explanation above. You will see that one of the steps represented in this ‘Sample Central Fulfillment Deliver Flow’ is ‘Provision Order’. This is a specific example of where the COM layer issues a Service Order down to the Provisioning/SM&O layer based on the specific customer order. This is what Oracle classifies as the SOM or ‘Service Order Management’ layer.

This is a fully automated process unless specific manual processes have been built into the design of the order orchestration processes.

 Escalating status of customer orders in accordance with local policy;

See monitoring jeopardy & escalations below.

 Undertaking necessary tracking of the execution process;

A CSR or Customer can track the progress of their order through the status updates provided upstream to Siebel CRM from OSM during order execution. For detailed tracking of the execution process the OSM Task Web Client can be used. The Task Web Client provides the user interface for order tracking and operational reporting information. You use it to create, view, edit, track, and report on provisioning-level service orders and tasks in the OSM system.

 Adding additional information to an existing customer order;

Business Process Framework

Process Element Software Vendor Mapping

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 Manually Amending Orders: 3-21 to 3-24

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 Adding Additional Info to Orders: 3-13 to 3-16

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 Cancelling Orders:

3-19 to 3-21 Management: 7-1 to 7-4

 Modifying information in an existing customer order;

 Modifying the customer order status;

In response to 1.1.1.5.6 we discussed the various options a CSR or customer has for modifying their in-flight orders through out-of-the-box integration between Siebel CRM and OSM (e.g. revision, follow-on, cancel orders). The OSM Task Web Client provides the ability for an Order Management back-office specialist to manually amend in-flight orders should the need arise.

An Order Management back-office specialist can also add remarks and attach documents pertaining to each order using the Add Remark option. For example, if the task for an order has taken longer to complete than expected, you can add a remark explaining why this has happened.

 Canceling a customer order when the initiating sales request is cancelled;

In response to 1.1.1.5.6 we discussed how a CSR or customer can cancel an in-flight order, and through out-of-the-box integration this cancellation flows through to OSM. The OSM Task Web Client also provides the ability for an Order Management back-office specialist to manually cancel in-flight orders should the need arise.

 Monitoring the jeopardy status of customer orders, and escalating customer orders as necessary; and

Within OSM a jeopardy notification is a message that you can configure in Design Studio to occur under specific conditions, and to be sent to specific users or systems for escalation. You can configure jeopardy notifications to be sent once, periodically, or when certain conditions arise in an order or task to alert users or systems of processes, orders, or tasks that may be at risk.

Fallout occurs when one or more errors are identified that prevent an order from being processed normally. Order fallout can occur at any point in the order’s lifecycle and in multiple places. If an order goes into a fallout state this can cause the order to go into jeopardy because it will not be fulfilled. To mitigate the risk of the order reaching jeopardy status OSM detects, reports, and resolves order fulfillment fallout incidents such as system, validation, and fulfillment errors. Oracle‘s Order-to-Activate integration automates the creation of trouble tickets in CRM when fallout occurs to take

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 Order Update Design

Considerations:

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 Understanding the Process Integrations for Siebel CRM: Page 67 - 72

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 Order Topology:

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advantage of the rich notification, reporting, and management capabilities of CRM.

 Indicating completion of a customer order by modifying the customer order status.

Throughout the fulfillment process, OSM maps fulfillment function responses to common statuses, which are then aggregated into order line statuses and order header status values. The status

management capability automatically updates the corresponding sales order in CRM with relevant customer status and milestone values. OSM also updates CRM when order lines reach their point-of-no-return (PONR) to prevent the submission of new in-flight revision orders. It also updates CRM with any enrichment to order lines that may have taken place during fulfillment. Ultimately, for a successful order, each order line-item status and then the order header status will be set to ‘Completed’ through up-stream notifications from OSM.

On the completion of the order in CRM, the Asset Based Ordering (ABO) functionality in Siebel generates asset records against the customer’s account based on the successfully completed order-lines. End-users can then use the Accounts screen to view the customer’s Installed Assets, and if required create modify orders referencing the customer’s existing assets.

Note that some specific product components may be delivered directly by suppliers/partners. In these cases the Track & Manage Customer Order Handling process is responsible for initiating requests, through S/P Requisition Management for the delivery by the supplier/partner of the specific product components.

See Note 1: In cases where partners or suppliers are responsible for provisioning or fulfilling certain elements of a customer’s order (e.g. 3^rdparty used for shipping or WFM, 3^rd partner service provider), OSM’s Central Order Management functionality automatically decomposes the order into sub-orders, each of which targets a particular fulfillment provider. Any of these fulfillment providers could be either in-house or a 3^rdparty supplier or partner. For example the logical topology could be; three in-house billing providers based on customer segment (wholesale, residential, and business), three provisioning stacks based on service family and geography (in-house Mobile, partner VoIP, partner Broadband), two shipping providers, one for in-house products and another for partner supplier products, finally - one 3^rd party workforce

management provider for CPE installation. OSM is

Business Process Framework

Process Element Software Vendor Mapping

responsible for orchestrating the requests to these fulfillment providers and monitoring the subsequent responses. An example of this type of topology is provided in the documented reference.

1.1.1.5.5 Complete Customer Order

Siebel Apps Admin Guide: (A/M)

 Activities: Page 181 to 182

Brief Description

Manage customer information and interactions after customer contracts or associated service orders have been finalized and during the order completion phase

Covered within the body of the Extended Description.

Extended Description

The purpose of the Complete Customer Order processes is to manage customer information and interactions after customer contracts or associated service orders have been finalized and during the order completion phase. The customer may participate in commissioning or end-to-end testing and then satisfactory delivery. The customer is trained in the functionality and benefits of the solution. These processes are responsible for ensuring that any customer information required by other CRM processes is updated as part of the customer order completion.

As described in response to ‘1.1.1.5.4 Track &

Manage Customer Order Handling’, OSM provides the central order management capability that manages the provisioning of a customer’s order, delivering status updates to the CRM Sales Order as each milestone completes. Tasks that need to performed by the customer and tracked after the order has been successfully provisioned and before the order can be officially ‘closed (such as end-to-end testing, training, etc.) can be tracked and recorded as ‘Activities & Activity Plans’ against the Order. For example if a customer is required to perform an series of end-to-end tests for a new product or service this can be recorded as an ‘Activity Plan’

against the order-line that relates to that product or service. The final order will only be ‘Closed’ once all associated Activities against the order have been completed.

1.1.1.5.8 Close

Customer Order Brief Description

Close a customer order when the customer provisioning activities have been completed.

Monitor the status of all open customer orders, and recognize that a customer order is ready to be closed when the status is changed to completed.

Extended Description

The objective of the Close Customer Order processes is to close a customer order when the

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 Order Update Design

Considerations:

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 Understanding the Process Integrations for Siebel CRM: Page 67 - 72

customer provisioning activities have been completed. These processes monitor the status of all open customer orders, and recognize that a